Do you think it's okay to ask clients to reschedule by email?

Question

I have a one person massage business. I cannot answer calls when I am with clients, and I can't afford a receptionist. Most of my clients scheduled after each appointment since they know it's hard for me to take calls. I have a few people who frequently cancel at the last minute, and then we go back and forth playing phone tag for days trying to figure out where I can squeeze them into my schedule while appealing to theirs. To them it's no big deal to play phone tag but to me I may be playing this game with 4 people at once. It keeps me at work late returning so many calls, which is also not safe. I've asked most of my clients to email, and most have complied. However, I had a lady who canceled last week, and nothing I offer her fits her schedule. Finally I sent her an email offering her a time, and she wrote back saying that time wouldn't work, and ordering me to call her cell phone and leave her another voicemail message, and she'd call me back and leave me a message, because she only checks her email twice a week. I really want to change my scheduling policy to email only, because these ongoing rescheduling calls are too much for the size of my business. Is this reasonable? If so, how can I explain this to the clients, and this lady in particular?

Answer 1

You know, it's really not YOUR problem that she (your client) only checks her email twice a week!! Not at all. It sounds to me as if she's one of those people who get a big "charge" from being difficult. You may have to let her go as a client.



While it used to be considered much more "personal" to communicate by phone rather than email, it also used to be considered rather cold to telephone someone rather than "call upon them", in person!! That's how social mores evolve over time.



Do NOT compromise your safety for anyone or anything. Your present circumstances warrant a definite policy for reschedules. While it would be much more preferable to have a telephone line available to your clients, that isn't an option right now. When you are able to provide one, I'm sure you will do so.



Announce the email reschedule policy to your clients, in clear and direct terms. Period. Do not apologize.

Answer 2

Well, it all depends on the size of your business and if you can really afford to lose any business. If you're business is growing at a decent rate, perhaps you can ask a friend or close family member to help you out in their spare time. Also, it's summer time, so perhaps you have a teenage relative looking for some extra cash or something to keep them busy. Not everyone has access to computers full time, as you've found with that particular customer. Although it's the most convenient thing for you at this time, I would take into consideration how much business you anticipate you might lose by the action in comparison with how fast your business is growing. It's a hard decision I'm sure, especially in this economy, where luxuries like massages often get the ax in budget cuts. Ask around your friends and family, maybe you will luck up with some extra help.

Answer 3

You CAN, but you shouldn't.



For one, it is easier to make and cancel appointments by mail, so you might end up with a bigger problem than if people had to phone and face talking to you.



You are not running your business properly. If you want to run a business you need to have a decent phone set up, with time for calls inbetween and if you don't you need a receptionist or at least an answering machine.



You do not need to phone clients back. Tell them if they cancel to phone back to reschedule an appointment, it's pretty simple. If she keeps cancelling then tell her it's inconvenient and you may decline her or start charging for her cancellations. If she's that much of a bother you can afford to lose her.



I wouldn't do the email thing. Lots and lots of people don't use it or like it, and computers and internet often fail, leaving people stressed and unable to contact people.



A business needs to have a telephone.

Answer 4

Ask a friend to contact the client...email is very inpersonal!

Answer 5

no call them so that you can get them to reschedule

Answer 6

yes